HDFC Bank Wins the Gartner CRM Excellence Award For CRMnext implementation in the 'Best Sales Effectiveness' category

July 07, 2014, New Delhi, India: HDFC Bank has been recognised as the winner of the ‘Best Sales Effectiveness’ award during the tenth Gartner & 1to1 Media CRM Excellence Awards Programme. It won the award for implementing CRMnext, a leading global CRM (Customer relationship Management) product, which has delivered high impact results boosting its sales and operational efficiency. The awards ceremony was held in conjunction with Gartner Customer 360 Summit in Orlando, one of the year’s flagship events where solutions providers across globe meet to craft their customer experience vision and strategy, vet their plan against the best in the business and leverage new channels and technologies to seize growth opportunities.

Key highlights of the award:

  • Gold winner in ‘Sales Effectiveness’ Category.
  • CRMnext has enabled HDFC Bank to implement a “One bank” vision through a single strategy execution platform to unify its sales, service and relationship management processes.
  • Its innovative solutions have delivered impressive improvements in cross-selling, lead conversion rate and sales turnaround time, and reduced customer complaints by 30%

At HDFC Bank, the solution was implemented across all channels and devices, including branch, internet and mobile banking, covering more than 40,000 users spanning across its entire 3400+ branch network. It has brought about impressive improvements in cross-selling, lead conversion rate and sales turnaround time, and reduced customer complaints by 30%.

“We are honored to receive this award. Our vision was to completely transform the customer experience and sales effectiveness by creating a powerful execution platform across the bank. This award further increases our commitment to use technology as a powerful enabler for sustainable growth,” said Mr Ratan Kesh, Sr. Vice President, Premier Banking, HDFC Bank.

“We along with our partner HDFC Bank are extremely honoured to receive this award. This award marks our prowess in the enterprise CRM space and reiterates our commitment to deliver excellence to our customers as their preferred CRM technology partner.” said Sushil Tyagi, Director Global Sales and Marketing, CRMnext, on the side-lines of the award ceremony.

CRMnext customers include large banks and global financial services brands like HDFC Bank, ICICI, Axis bank, Bajaj, TATA AIA, Reliance, Max, Fullerton etc. It has enabled HDFC Bank to implement a comprehensive CRM project on a single platform to achieve its “One bank” vision.

Penny Gillespie, research director of e-commerce at Gartner added: “The 2014 winners all shared the common goal of improving the lives of their customers and recognized the significance of looking at their organizations from their customers’ perspective. As these winners demonstrate, nothing great is ever achieved without talking to the customer.”

Through this joint awards program,1to1 Media and Gartner honour leading customer experience organizations and spotlight the standards of excellence among these organizations that have taken a customer-centric approach to improving their business performance. The winners were selected by a panel of judges that consisted of Gartner analysts and the 1to1 Media editorial staff.

About Gartner

Gartner, Inc. is the world's leading information technology research and advisory company. Gartner delivers the technology-related insight necessary for its clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, Gartner is a valuable partner in more than 14,000 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, Gartner works with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, USA, and has 6,100 associates, including more than 1,460 research analysts and consultants, and clients in 85 countries. For more information, visit

About 1to1 Media

1to1® Media is THE online destination for customer strategy resources to help organizations optimize their customer experience and realize the greatest value from their customers. 1to1 Media provides resources including in-depth articles, infographics, blogs, webinars, and whitepapers that help senior executives to drive change and make customer-based initiatives the centerpiece of their strategies. 1to1 Media's Weekly Digest delivers best practices, trends, and articles that highlight customer-focused initiatives to drive bottom-line impact. 1to1 Media’s annual awards programs, The Gartner & 1to1 Media CRM Excellence Awards and the 1to1 Media Customer Champions, highlight excellence among organizations and individuals that take a customer-centric approach to improving their business.

About CRMnext

CRMnext is a leading global CRM solution. CRMnext has practice leadership in more than eight industry verticals where it works with companies to help them make most of their relationships with customers. Key vertical editions include CRM solutions for Banking, Financial Services, Insurance, Media, Pharmaceutical, Telecom, Entertainment, Energy, Manufacturing etc. CRMnext works closely with its customers, leveraging its extensive domain expertise to enhance their business efficiency by improving processes and practices. This combination of competency and commitment to results is the key to CRMnext’s success in the global market. It has many global offices including in South Africa, Bangladesh, Vietnam, Philipines etc.


Promoted in 1995 by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank is one of India's premier banks providing a wide range of financial products and services to its 28.5 million customers across hundreds of Indian cities using multiple distribution channels including a pan-India network of branches, ATMs, phone banking, net banking and mobile banking. Within a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale banking, and treasury operations, its three principal business segments.

The bank’s competitive strength clearly lies in the use of technology and the ability to deliver world-class service with rapid response time. Over the last 19 years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality.

As of March 31, 2014, the Bank had a distribution network with 3,403 branches and 11,256 ATMs in 2,171 cities/towns.

For the quarter ended March 31, 2014, the Bank’s total income was INR 127.9 billion (`12,790.0 crore) as against INR 111.27 billion (`11,127.5 crore) for the quarter ended March 31, 2013. Net revenues (net interest income plus other income) were INR 69.54 billion (`6,954.1 crore) for the quarter ended March 31, 2014, as against INR 60.98 billion (`6,098.9 crore) for the corresponding quarter of the previous year. Net Profit for the quarter ended March 31, 2014, was INR 23.26 billion (`2,326.5 crore), up by 23.1% over the corresponding quarter ended March 31, 2013.

Total income for the year ended March 31, 2014, was INR 490.55 billion (`49,055.2 crore).

Leading Indian and international publications have recognised the bank for its performance and quality.

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